Customer Success Executive - Bristol, United Kingdom - Grofar

Grofar
Grofar
Verified Company
Bristol, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Are you a proactive, customer-focused problem solver with a track record of success in a SaaS environment? Do you want to join an award-winning, market leading EdTech team of passionate individuals using tech to improve the career prospects of students and young people across the country?


If so, this might be the perfect role for you Join our rapidly growing team as a Customer Success Executive in the heart of bustling Bristol.

  • We're looking for someone to start as soon as possible, but we're willing to wait for the right person and accommodate a notice period._


As Customer Success Executive, you'll be the driving force behind college success and utilisation of our SAAS (Software as a Service) platform, juggling multiple priorities across your accounts and liaising closely with the technical and operational teams within colleges.


Reporting to Colette, our Head of Customer Success, you will be responsible for providing practical product support to our network of over 90 colleges with dedicated ownership of your key allocated accounts (you'll be the customer-focused hero they turn to for help).

You will use your expertise to build and maintain key relationships with your customers and support colleges in a consultative capacity to create end-to-end solutions and achieve their goals.


Importantly, you'll use the customer knowledge you gain to contribute to our product feedback and development discussions, subsequently communicating product release timelines to customers and assisting with the embedding of new features.

Ideally, exposure to coordinating careers guidance and/or work experience activity within a Further Education environment will help you hit the ground running, but we'll train you fully We're invested in staff development and will fully support you to gain a thorough understanding of Further Education regulations, of our customers, and (of course) our Grofar platform.


To be successful in this Customer Success Executive role, you should have experience working within a high-touch SAAS Customer Success team environment (i.e., hands-on, providing proactive account management), preferably in a Business-to-Business capacity. This likely includes regular customer meetings, help centre tickets (we use Zendesk), creation of 'How to' guides or advice etc but we're keen to hear about any similar experiences.


You should be a great relationship builder with well-developed customer service skills (potentially gained in an account management, client management, Customer Success, operational or project management environment) and the ability to handle multiple concurrent projects, prioritise your own work, and remain effective during periods of increased workload.


Additionally, you will:


  • Thrive when you're working in a methodical and analytical manner, using strong problemsolving skills, good judgment and initiative to determine and implement the best solutions. You'll be able to discuss times you've escalated as necessary to remove blockers and ensure you delight your customers.
  • Be a strong team player with a collaborative approach who is energetic, enthusiastic, selfmotivated, and adaptable, delegating appropriately to colleagues.
  • Tell us about how you interact and communicate effectively with internal and customer stakeholders of all levels, including proactive progress reports.
  • Be systems and process orientated with the ability to identify and streamline business activity.
  • Show us verbal and written communication skills of the highest standard.
  • Preferably have a driving licence: we enjoy getting out to visit our colleges, many of which are in hardtoaccess locations.
  • Either be able to reliably commute or plan to relocate before starting work (we're based in Bristol, BS1 2AW).


In return, we offer a competitive salary of £25,000 to £29,000 (based on experience), 25 days' holiday, a company pension scheme, hybrid working (3-4 days in the office), casual dress, and a lovely office in central Bristol with as much amazing tea and coffee and you can handle You'll also be part of a friendly and supportive close-knit team with the opportunity to attend regular staff socials.


If you're energetic, enthusiastic, self-motivated, adaptable, and a strong team player with a collaborative approach, we'd love to hear from you.


Job Types:
Full-time, Permanent


Salary:
£25,000.00-£29,000.00 per year


Benefits:


  • Casual dress
  • Company events
  • Work from home

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Bristol, BS1 2AW: reliably commute or plan to relocate before starting work (required)

Education:


  • A-Level or equivalent (preferred)

Experience:

- customer service: 2 years (preferred)
Customer Account Management: 1 year (preferred)

  • Careers or
Work Placement: 1 year (preferred)

  • Zendesk: 1 year (preferred)

Licence/Certification:

  • Driving Licence (preferred)

Work Location:
Hybrid remote in Bristol, BS1 2AW
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